1.0 Overview

Novell Service Desk is a complete service management solution that allows you to easily monitor and solve service issues so that there is minimal disruption to your organization, which allows users to focus on the core business. Novell Service Desk provides an online support system to meet the service requirements of all your customers, administrators, supervisors, and technicians.

Novell Service Desk gives you the ability to reduce your mean time to repair (MTTR) and continually improve your service management environment by streamlining and automating your service desk function. By applying industry-acknowledged best practices, Novell Service Desk’s fully integrated service management tool allows you to solve, submit, track and manage requests through e-mail, PDA or a convenient customer portal.

The key capabilities include:

User-friendly interface that offers an easy-to-use Knowledge Base and Request tracking system for your customers.

Easy-to-use tools that enable technicians to offer the most effective and efficient support service.

Comprehensive management and reporting for the service desk, its technicians, and all support issues.

Ability to use Novell ZENworks Configuration Management bundle management features from the Novell Service Desk user interface.

The Novell Service Desk software solution is completely Web-based and is highly scalable. The application can be deployed on Windows or Linux and supports a variety of RDBMS.

Novell Service Desk has the following editions available:

Novell Service Desk for Incident Management:
Includes Incident, Configuration, and Service Level Management (Basic) functionality with an emphasis on internal or external customer support.

Novell Service Desk for ITIL Management:
A comprehensive service management solution that is fully compliant with Information Technology Infrastructure Library (ITIL) standards. Novell Service Desk for ITIL Management supports eleven core ITIL processes including Request, Incident, Problem, Change, Configuration, and Service Level Management. This enterprise-wide solution delivers complete customer service and support for any size of organization.